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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.

Jun

27th

Multi-channel or Omni-channel Customer Support: What’s the Difference?

Your customers expect (and deserve) more than just ‘good’ customer service. If you want to keep up with the competition, you need to offer your customers an exceptional experience- and that calls for a fantastic omni-channel strategy. So, what’s the difference between multi-channel support and omni-channel support, and why’s it so important? Let’s break it […]

Jun

12th

Top Tips for Multilingual Customer Support

Multilingual customer support is important. In today’s online World, your customers expect to be able to talk to your Customer Service Team- no matter where they are. In fact, according to a 2014 report from Common Sense Advisory, 74% of customers would be more likely to purchase from a company that offered post-sales support in […]

May

29th

Why you Should be Responding to Positive Reviews

Although it may sound obvious, many brands focus on the negative reviews and fail to follow-up on the positive ones. Both need to be responded to, but for different reasons… Negative reviews need to be responded to in order to repair a relationship with your customer and responding to positive reviews helps build upon an […]

May

17th

7 Things Friends Taught us about Customer Service

Ahh, everyone’s favourite group of friends… they taught us a lot: how to play poker, how to stand up to pushy parents, how to ‘safely’ manoeuvre furniture and, of course, what not to do when you’re “on a break”. In fact, the coffee house-dwellers even taught us a little about customer service. Did somebody say marathon?…   […]

Apr

16th

5 Customer Service Phrases you Should be Using

We’ve talked about which phrases to avoid, but what about the ones you should be using? The language you choose to use when speaking to a customer makes a huge difference to their experience. In fact, authors of Words can Change your Brain, Mark Waldman and Andrew Newberg, claim that even simple words such as […]

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